Verint Adds Real-Time CX/EX Scoring Bots to Verint Open Platform

Question: How are your customer experiences going?

Then, a follow-up: When asked this by others, when are you actually finding this out? Is it hours later? Days later? Weeks?

See, while feedback from things like post-call customer surveys can help you fix issues long after the fact, they can’t help you much today, on this call.

Increasingly, AI-driven quality solutions can.

So, CX automation company Verint recently announced the addition of a new CX/EX Scoring Bot running in its Verint Open Platform. This CX/EX Scoring Bot is another Verint Agent Copilot Bot that leverages AI to measure customer experiences and employee experiences accurately in real time instead of relying solely on after-the-fact metrics that deliver old news.

The Bot was added to provide critical real-time insights instead of lagging indicators provided by customer and employee surveys. A new addition to Verint’s Agent Copilot Bots, Verint CX/EX Scoring Bot goes beyond GenAI and uses proprietary AI models to provide improved insight into customer experience, agent satisfaction and the emotional connection between customers and agents, according to the company. With a real-time score for both CX and EX for every call, contact center teams can now enhance agent interactions and customer satisfaction.

One early hospitality customer of the CX/EX Scoring Bot solution reported that it now gathers real-time metrics instead of lagging survey indicators to identify trends and offer timely, relevant guidance for CX improvements. A spokesperson for the unnamed company said that Verint CX/EX Scoring Bot has been instrumental in achieving their goal of taking care of every hotel owner and guest. The solution has delivered significant improvement in customer and employee experience levels, "resulting in reduced attrition numbers both for contact center customers as well as agents," said the customer.

“You can’t improve what you don’t measure. The Verint CX/EX Scoring Bot delivers a unique approach to measuring the human experience,” said Josh Feast, Verint’s General Manager, AI-Powered Real-time Coaching. “These richer CX and EX insights provide the accurate and timely data needed to deliver strong AI business outcomes driven by elevated customer satisfaction, reduced customer churn and increased efficiency in the contact center.”